Resolution timer - On Portal not clearing

[Salma Sarwar]

Hi

 

Would it be possible to clear the resolution timer once a ticket has been re-opened, currently it states that the ticket was "resolved on:dd/MM/yyyy" even though the ticket has been re-opened. It is confusing for the end-user.

 

Thank you.

 

Kind Regards,

 

Salma 

[Adrian Simpkins]

Hi Salma - we pause our resolution timer and only end it if the request moves to closed. There is no way to reset the timer once it is resolved - the timer is set when the request is raised. Screens shot below shows the pause / resume / end timer placements.  So if this is set in your BPMs the customer will only see the resolution timer end when the request is closed

Thanks

[Salma Sarwar]

@Adrian SimpkinsIts the Resolved on: should be cleared or not displayed on the employee portal when the ticket is reopened.  It should only display if the status is resolved or closed so that the end user is not confused (regardless of whether it is not cleared behind the scenes)

 

Kind Regards,

 

Salma

[Adrian Simpkins]

Hi Salma, I will have to let someone from Hornbill comment further then - as far as I am aware you can not reset a timer in a process

Many thanks